TikTok Commerce

3 weeks ago

London, United Kingdom TikTok Full time

About the team

The Role: We are looking for a Training Specialist role to join our Training team as part of the Service delivery team , focusing on performance on a day-to-day basis and driving continuous improvement together with all internal functions by leveraging all available resources.How the Role contributes to our Mission: As a Training Specialist within EMEA markets, responsible for writing and delivery our Service Delivery training within our network of inhouse teams and BPO suppliers, assisting in transferring the needed knowledge. Responsibilities- Ensure quality framework is in place based on the business types/facts by coordinating across regions and stakeholders.- Implement clear overall quality strategy with scalable processes, tools and systems that allow efficient monitoring of performance versus target.- Access quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with operations teams to improve quality performance.- Research and understand customer expectations and needs to drive their satisfaction.- Identify and develop individualized and group training plans to address varying needs.- Effectively communicate updates and developments with team members, trainers and management.- Produce statistical reports and insights on quality performance.- Calibrate and certify Inhouse and Outsource trainers and subject matter experts.- Be responsible for the initial SOP setup, language translation, system and process test to meet the launch readiness requirements when business expands to new countries.

Minimum Qualifications- BA/BS degree or equivalent practical experience.- Experience in training, preferably within Customer Service.- Experienced in developing and executing training programs.- Fluency in English and German , both written and spoken, is required for this role. Preferred Qualifications- Experience in Commerce or platforms is a plus.- Excellent written, verbal and interpersonal communication skills.- Work comfortably with Microsoft Word and Excel.- Excellent skills for communicating and relating with both team members and customers.

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